Operations Advisor

Description

Job Summary: We are seeking an Operations Advisor responsible for monetary control and operational continuity of ATMs and CDMs, ensuring SLA compliance and managing recoveries. Key Highlights: 1. Ensure monetary control and operational continuity of ATMs and CDMs. 2. Supervise discrepancy assessments and manage recovery of shortages. 3. Coordinate with cash-in-transit and cash processing vendors. If you are looking for a career where you can truly make an impact, join HSBC’s Global Service Centre (GSC) and discover how valuable you can be. HSBC is one of the world’s largest banking and financial services organizations, with operations in 64 countries and territories. Our goal is to be where growth is, enabling businesses to thrive and economies to prosper, and ultimately helping people fulfill their dreams and achieve their goals. We are seeking an **Operations Advisor**, who will be responsible for ensuring monetary control and operational continuity of **Automated Teller Machines (ATMs) and Cash Deposit Machines (CDMs)**, guaranteeing compliance with agreed **Service Level Agreements (SLAs)** with Business Lines, accurate and timely assessment of discrepancies/clarifications, and management of recoveries with vendors to avoid contingencies, losses, and exceptions, in accordance with applicable regulations and **FIM** guidelines. **Key Responsibilities** --------------------------------- * Ensure that **service levels** delivered meet agreed standards with **Business Lines** regarding monetary control of ATMs and CDMs. * Supervise that **remote ATM discrepancy assessments** are performed correctly, with evidence and traceability, and manage the **shortage recovery process**. * Supervise that **clarification reference numbers** arising from depositor (CDM) disputes are assessed within the **guarantee period** established in the customer care system. * Coordinate with **cash-in-transit (CIT)** and **cash processing vendors** to resolve discrepancies, recoveries, and operational reconciliations until closure. * Supervise **vault and remote ATM balance reconciliations** assigned to vendors, ensuring consistency and exception control. * Review and approve (where applicable) **payment requests** related to CDM claims/disputes, ensuring supporting documentation and control compliance. * Prepare, analyze, and present to Business Lines **monthly performance metrics** on CDM clarifications and ATM exceptions (volume, ageing, guarantee compliance, recoveries, root causes). * Identify, analyze, and document process deviations, proposing corrective actions and **continuous improvement** initiatives. * Notify the Team Leader/Manager of any significant process variations detected and support escalation for incident resolution. **Requirements** -------------- * **Experience:** Preferably in banking operational processes, cash control, reconciliations, clarifications/disputes, vendor management, and SLA monitoring. * **Knowledge:** + Intermediate/advanced Excel (KPIs, analysis, dashboards) + Operational control, reconciliations, and exception management * **Languages:** Intermediate-advanced English. * **Competencies:** Service orientation, attention to detail, analytical ability, organizational skills, effective communication, follow-up capability, ability to work under pressure, and control focus. At HSBC, we offer our employees competitive benefits and a culture focused on wellbeing, balance, and care. We expect our people to treat each other with dignity and respect, fostering an inclusive culture that promotes equal opportunity. Our values define who we are as an organization and what sets us apart: we value difference, advance together, hold ourselves accountable, use sound judgment, do the right thing, and get things done. Personal data held by the Bank relating to job applications will be used in accordance with our Privacy Statement, available on our website. ***Issued By HSBC Electronic Data Process Mexico Private LTD***